Where words become smart decisions

Optima AI

Optima AI

Where words become smart decisions

Optima AI

Optima AI is an advanced call-to-text transcription solution designed for businesses looking to maximize the efficiency of their communications and gain actionable insights from every customer interaction.

Our system not only converts call audio to text, but also generates detailed analysis, a summary of the conversation, and evaluates the sentiment of the call to facilitate decision making.

Main Features

Optima AI
Optima AI
  • Transcript of the conversation
    Automatically converts each voice call into easy-to-read text. Recognition technology attempts to identify each speaker and transcribes each speaker's audio.
  • Automated Conversation Summary
    The system generates a brief summary that highlights the main topics and key points discussed during the call, helping teams quickly review details without needing to listen to the entire conversation.
  • Sentiment Analysis
    The tone and emotion of the call (positive, negative or neutral) are also detected, providing teams or supervisors with valuable information about customer attitude and satisfaction during the interaction.
  • Keywords and Trends
    Automatic identification of keywords and recurring themes. This feature allows customer service supervisors to detect common themes, frequently asked questions, and areas for service improvement.
  • Report of Results and Recommendations
    Each transcript includes a report with specific metrics, trend analysis and actionable recommendations, helping companies make informed decisions and personalize their responses.
  • Call Score
    The system assigns a automatic scoring to each call, based on key factors such as customer satisfaction level, case resolution, and communication effectiveness. This score allows companies to quickly evaluate the success of each interaction. With this indicator, supervisors can identify outstanding calls or those that require attention, helping to optimize agent training and improve the customer experience.
  • Consolidated Summary of Calls and Scores
    The system generates a complete summary of each call along with its score in an Excel file. This centralized document facilitates access and review of all interaction information, allowing for a quick and practical analysis of all calls in one place. This way, you can monitor performance, identify trends and make informed decisions efficiently.

Customer Benefits

Improving Customer Experience

Better understand your customers’ needs and perceptions. Transcription and sentiment analysis allow you to quickly identify areas for service improvement and proactively resolve issues.

Optimization of Time and Resources

By providing a summary and analysis of each call, you reduce the time agents and supervisors spend reviewing conversations, allowing them to focus on improving the quality of care.

Data-Driven Decision Making

With sentiment analysis and automated recommendations, your team can implement strategic adjustments in real time and rely on hard data to improve outcomes.

Increased Team Productivity

By centralizing key call information into clear summaries, teams can prioritize tasks and respond more effectively to customer needs, maximizing daily throughput.

Improving Agent Performance

Insights gained from scores and analysis help identify individual areas of improvement for each agent, facilitating personalized training and raising the overall level of the team.

Tracking Trends and Recurring Problems

Collecting summaries and scores allows you to detect patterns in customer interactions, such as frequent queries or common problems, which helps prevent incidents and optimize internal processes.

Greater Customer Retention

By proactively acting on insights gained, businesses can address potential dissatisfaction before it escalates, increasing customer loyalty and satisfaction.

Cases
of Use

Use Cases

The system allows companies to analyze interactions between customer service agents and users, providing key information to improve service quality. Through the results obtained from calls, companies can identify the most common customer concerns, measure the level of satisfaction during interactions and detect areas where service can be improved.

Not only does this improve the customer experience, it also helps agents develop their skills, feel more prepared, and consistently deliver high-quality service.

The transcription and analysis system provides sales teams with deeper insights into customer interactions, helping them understand not only what is being said, but also how customers react during the conversation. This includes analyzing emotional responses (such as interest, hesitation, or frustration) and keywords that reveal their needs or concerns.

With this information, salespeople can fine-tune their communication strategy, focusing on the points that really matter to closing the sale. For example, if summaries show that a customer has frequent questions about pricing or functionality, the team can better prepare to address those topics clearly in the next contact.

In addition, this analysis also makes it possible to identify common patterns among different customers, which helps to fine-tune general sales tactics and personalize sales pitches according to the specific characteristics and preferences of each customer or segment.

By having summaries and transcripts of each call, supervisors or managers can quickly assess the performance of their salespeople. These summaries highlight key points of the conversation, such as how the salesperson handled objections, their ability to respond to the customer's needs, and how they steered the interaction toward a potential sale. With this information, sales managers can identify which aspects of each salesperson's approach need improvement and therefore offer them personalized training to optimize their performance.

Whether by analyzing transcripts in detail or summarizing them, it is possible to detect sales opportunities that were not fully explored during the call. By reviewing the results, key moments can be identified where the customer showed interest in additional products or services, but the opportunity was not taken advantage of. This allows sales teams to follow up later to capitalize on those opportunities and prevent them from slipping through the cracks in future interactions.

Each transcript and summary provides a clear view of the needs and desires expressed by customers during calls. The system identifies patterns in conversations, allowing sales and customer service teams to effectively track each customer’s interests and preferences. These results include the concerns, requests, or interests mentioned by the customer during the call, helping sales and customer service teams personalize future interactions. By better understanding what customers really want, more appropriate solutions can be offered and sales strategies more aligned with their expectations can be created.

Prices

We offer a flexible pricing model that adapts to call volume. Prices include a service activation fee and a monthly fee based on talk minutes.

Optima IP, te esperamos

We are waiting to help you!

Contact us today and let's start transforming your business from scratch.

Contact us